What are Customer Support Agent metrics? Crafting the perfect Customer Support Agent metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.
Transfer these examples to your app of choice, or opt for Tability to help keep you on track.
Find Customer Support Agent metrics with AI While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Examples of Customer Support Agent metrics and KPIs 1. Customer Satisfaction (CSAT) Measures customer satisfaction with the service provided, usually through post-interaction surveys
What good looks like for this metric: 75% to 85% satisfaction rate
Ideas to improve this metric Provide personalised responses Ensure timely follow-ups Offer multi-channel support options Use clear and concise language Continuously train staff on customer service 2. Quality Assurance (QA) Score Evaluates the quality of support interactions based on predefined criteria
What good looks like for this metric: 85% to 95% QA score
Ideas to improve this metric Regularly update QA criteria Conduct team workshops Implement a feedback loop for staff Use role-playing scenarios Review and analyse call recordings 3. Average Handle Time (AHT) Tracks the average duration of handling a customer request from start to finish
What good looks like for this metric: 4 to 8 minutes
Ideas to improve this metric Implement time-saving tools Provide comprehensive training Streamline internal processes Utilise call scripts effectively Regularly review AHT goals 4. Tickets Handled Per Hour Measures the number of tickets resolved by a support agent in an hour
What good looks like for this metric: 8 to 12 tickets per hour
Ideas to improve this metric Use ticket management systems Prioritise tasks effectively Encourage team collaboration Automate repetitive tasks Regularly assess ticket assignment 5. First Call Resolution (FCR) Indicates the percentage of calls resolved without the need for follow-up
What good looks like for this metric: 70% to 85% FCR rate
Ideas to improve this metric Provide extensive product training Empower agents to make decisions Enhance access to information Use customer feedback effectively Address common issues promptly
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1. Average Ticket Resolution Time The average time taken to resolve a ticket from the moment it's opened until it's closed. This measures efficiency in handling support requests.
What good looks like for this metric: 24 hours or less
Ideas to improve this metric Automate repetitive tasks Improve staff training Streamline ticket prioritisation Use performance-boosting software Implement a robust knowledge base 2. First Contact Resolution Rate The percentage of tickets resolved during the initial contact with the help desk. A high rate indicates effective support processes.
What good looks like for this metric: 70-75%
Ideas to improve this metric Equip staff with decision-making power Enhance customer service scripts Provide ongoing training Utilise integrated support tools Conduct regular process reviews 3. Customer Satisfaction Score (CSAT) A measure of customer satisfaction with the resolution of their support tickets, often gathered via surveys after ticket closure.
What good looks like for this metric: 85% or higher
Ideas to improve this metric Conduct feedback analysis Enhance communication channels Personalise support interactions Reduce wait times Regular staff empathy training 4. Ticket Volume Per Channel Tracking the number of tickets received via each support channel (e.g., email, phone, chat) helps understand customer preferences.
What good looks like for this metric: Balanced distribution across channels
Ideas to improve this metric Promote diverse contact options Evaluate efficiencies of each channel Optimise routing based on traffic Balance workforce allocation Improve multi-channel integration 5. Backlog Ratio The ratio of unresolved tickets at any time, measuring how well the help desk manages its workload.
What good looks like for this metric: 10% or lower
Ideas to improve this metric Implement extra shifts during peak times Regularly review and close stale tickets Prioritise high-impact cases Automate low-priority ticket handling Improve resource planning
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1. Customer Satisfaction Score (CSAT) Measures the percentage of customers who are satisfied with their service experience on the platform by collecting feedback after interactions
What good looks like for this metric: 80-85%
Ideas to improve this metric Train customer service agents regularly Implement a robust feedback collection process Utilise automation for frequent issues Monitor and review agent performance Enhance knowledge database for agents 2. Net Promoter Score (NPS) Assesses customer loyalty through how likely they are to recommend the service to others on a scale of 0-10
What good looks like for this metric: 30-50
Ideas to improve this metric Focus on customer journey mapping Address pain points identified in feedback Provide timely and personalised responses Recognise and reward loyal customers Conduct regular product and service enhancements 3. First Contact Resolution (FCR) Percentage of customer issues resolved at the first interaction, indicating efficiency and effectiveness
What good looks like for this metric: 70-75%
Ideas to improve this metric Ensure agents have access to comprehensive information Provide decision-making authority to agents Implement initial troubleshooting steps in self-service Analyse repeat contact reasons and address them Utilise real-time collaboration tools for support 4. Customer Retention Rate Percentage of existing customers retained over a period, reflecting long-term platform satisfaction and loyalty
What good looks like for this metric: 75-85%
Ideas to improve this metric Develop loyalty programmes and incentives Regularly engage with customers via newsletters Offer personalised experiences and service Address customer feedback promptly Ensure competitive pricing and value delivery 5. Average Response Time Average time taken for initial response by the customer service team, indicating responsiveness and efficiency
What good looks like for this metric: 10-12 minutes on chat; 24 hours on email
Ideas to improve this metric Implement automated response systems Optimise and streamline workflow processes Schedule efficient shift rotations Set clear response time targets for teams Employ predictive analytics for demand forecasting
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Tracking your Customer Support Agent metrics Having a plan is one thing, sticking to it is another.
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
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